Refund policy

Response time

Refund requests are intended to be handled within 1 business day.

We strive to provide the best possible service for clients and maximize the benefit of our customers.

What you need to provide

• Photos or videos of the damaged item.
• Screenshots of the dispute, including the name, date, and message content.
• A picture, preferably one image, that shows both the product and the shipping label.
• If requested, the tracking number that proves the item was returned.

How to request a refund

• Contact your customer success manager or operations specialist for a refund application.
• Send photos or videos of the damaged product and screenshots of the dispute.

Refund cases

• Damaged products
• Incorrect or missing products
• Product out of stock
• Items unable to be shipped
• Order cancellation prior to shipment
• Missing packages

Refund is not accepted when

• The order is marked as delivered according to tracking information.
• The package was unclaimed.
• Tracking information shows an alert caused by the consignee side.
• The address was incorrect or insufficient.
• The package was refused.
• Customs clearance failed because of consignee-side issues.
• The recipient or number was non-existing or unknown.

Additional notes

Dispute or refund requests must be initiated within 48 hours of the delivery scan.

Order cancellation is free within 24 hours of order creation.

Order cancellation within 24-48 hours of creation is eligible for a 70% refund according to the quotation.

If cancellation happens after 48 hours, we will try to stop the shipment as quickly as possible. If successful, a 70% refund applies. If unsuccessful, a refund is not possible, but redelivery to another address in the same country may be available for an additional charge.

For the first shipment of a batch, actual product photos can be provided for verification. If a confirmed color-difference problem exists, a 10% refund according to the quotation may apply.